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Video: Customer Claims Comcast Kept Him On Hold For Over 3 Hours Until Closing

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CHICAGO (CBS St. Louis) — A Comcast customer uploaded a video on YouTube showing that he was kept on hold for over three hours before they closed for the day.

Aaron Spain, who lives in the Chicago area, uploaded the video on Aug. 11 showing that he was waiting on hold nearly three-and-a-half hours in an effort to cancel his service.

“I was trying to cancel service. I was transferred to the ‘retention’ department at 7:17 p.m. I’m uploading this video at 10:19 p.m.,” Spain wrote.

On the video, Spain uses another phone to call the Comcast customer service number. After getting through to the menu to get to the cancelation portion, the automated voice states that they are closed for the day. On his other phone, it shows that he’s been on hold for three hours and 25 minutes.

“That’s how long I’ve been on hold and they’re closed. I’m pissed,” Spain said in the video.

Spain also took to Reddit to explain that he spent nearly a month to get Comcast service set up correctly in his apartment to no avail. He said he decided to wait on the line for hours because he was tired of the company’s “poor customer service.”

“I don’t want to do anything rash to Comcast, I will simply never use their services again. Honestly I don’t know why I stayed with them for the 3+ years I had been with them other than poor research on my part,” Spain wrote. To their credit, apart from the hold fiasco (of which I fully realize I’m not the first or last to have this happened to) the phone support were polite, courteous, and helpful to the extent they are allowed to be. It was the repeated failure of dispatched technicians that did it in for me. I work in the tech industry so I get how it is to be yelled at all day by people that just want to be helped. I don’t like to treat anyone that way, especially at a call center which is so easily dehumanized.”

Spain was able to call the next day and get his service canceled within 15 minutes.

“Felt bad for the guy I talked to as I gave him little opportunity to offer me any other resolution,” Spain posted on Reddit. “I did clarify it wasn’t his fault, I wasn’t mad at him directly, and complimented him on doing what I asked and doing his job well.”

As of Wednesday morning, the YouTube video has been viewed nearly 200,000 times.